Customer Experience Partner

About the Role

As a Customer Experience Partner at Jiffy.com, you will be a problem solver, process optimizer, and data-driven decision-maker. This role focuses on identifying friction points, analyzing root causes, and driving improvements across customer service operations and the customer journey. You will collaborate with cross-functional teams, analyze data, and implement process changes to impact customer satisfaction, efficiency, and retention. This is an onsite role requiring 5 days a week, 40 hours a week. New hires will be scheduled on a late/weekend shift, starting at 11:00 AM CST or later, including weekends. The coverage window is 6:00 AM to 12:00 AM CST, Monday through Sunday, with potential shift changes based on business needs and performance.

Key Responsibilities

• Be a Customer Advocate & Problem-Solver: Handle inquiries via phone, email, or chat with urgency and precision, ensuring every interaction is customer-first and solution-driven.
• Diagnose and Troubleshoot Like a Pro: Use critical thinking and technical insight to identify challenges, uncover root causes, and deploy effective solutions.
• Leverage Technology to Drive Automation: Identify repetitive manual tasks and recommend automation strategies to streamline workflows and eliminate inefficiencies.
• Think Ahead & Improve the Experience: Spot trends in customer issues and proactively create solutions that enhance the overall support experience, reducing future contacts.
• Master Multiple Platforms & Data Tools: Navigate multiple applications (Zendesk, CRM, order management systems) with ease, ensuring accurate documentation and data-driven decision-making.
• Collaborate & Innovate: Share insights with product, engineering, and operations teams to improve processes and remove friction driving faster, smarter service.

Requirements & Tech Stack

• Bachelor's degree required.
• Proven problem-solving skills, with experience in troubleshooting, root cause analysis, and process optimization.
• Strong technology acumen, with experience using CRM systems (Zendesk preferred), automation tools, and workflow management platforms.
• Ability to pass a pre-employment background screening.
• Customer Experience Focus: Obsessed with identifying and eliminating pain points and improving processes.
• Tech-Savvy & Automation-Focused: Experience leveraging AI, automation, and workflow optimizations.
• Problem-Solver: Analyzes, troubleshoots, and resolves complex issues efficiently and accurately.
• Multitasking & Prioritization Expert: Manages multiple channels (phone, chat, email) effectively.
• Sharp Attention to Detail: Documents issues, tracks resolutions, and anticipates future needs with a data-driven approach (CSAT, ticket solves and touches, phone, chat handling).
• Agile & Resilient: Thrives in fast-paced, ever-evolving environments with comfort for change and shifting priorities.
• Passion for Helping Creators: Understands the needs of crafters, small business owners, and hobbyists.

Qualifications

• 2-4+ years of customer service experience in a fast-paced, high-tech, or automation-driven environment, preferred.
• Experience or familiarity with digital imaging or editing, preferred.
• Comfortable with spreadsheets/basic data tools (Excel, Google Suite products), preferred.

Compensation & Benefits

• Expected base compensation: $60,000 - $70,000 annually, plus an annual bonus.
• Retirement Planning: 401(k).
• Wellness Support: Annual wellness benefits.
• Tools for Success: Choice of MacBook or PC laptop, plus onsite equipment.
• Perks & Extras: $200 annual credit for website use, plus team merchandise.
• Professional Development: Annual stipend for learning and career growth.